Our sales and service advisors work in our Flex teams, based in Swansea and Belfast. They deal with both sales and service calls so no two days or two calls are the same. As an advisor in this specialist area, you’ll switch flexibly between different parts of the business to make outbound and take inbound calls, helping us to meet changing customer demand.
You could be taking calls from customers who are thinking of upgrading their package, have questions about getting connected, or from people querying their bills. With limited notice, you might then switch to calling customers to tell them about the latest deals on mobile contracts.
It’s a challenging but exciting role that’ll keep you on your toes – and one where you’ll need to adapt your style to make sure we’re delivering the best service to our customers at all times. From maximising sales of our exciting portfolio of products to taking ownership of technical support issues, this is the perfect role for someone who thrives on diversity.
To really excel in this unique hybrid role, you’ll need to be a sales-led person who loves variety. You’ll probably have some sales experience in either a contact centre or similar customer-facing environment, and you’ll know how to absorb lots of information about products and services. Naturally cool, calm and collected, you’ll be an expert at building rapport and solving problems whilst maintaining a professional and persuasive phone manner.
With a natural flair for conversation and equally impressive listening skills, you’ll also be comfortable with frequent change and feedback. You’ll know how to perfect the balance between delivering exceptional customer care and achieving targets, helping us to continue to build our reputation for excellence.
In this role every call is different, so you need to be able to retain a lot of information, be adaptable and thrive when challenged with something unexpected.
At BT, being there for our customers is our shared goal. To make sure we’re on hand to provide assistance when our customers need it the most, our people work shift patterns that ensure we can keep our contact centres open from Monday to Sunday, generally between the hours of 8am-10pm. It’s a flexible approach to customer service and one that many of our advisors love. Whether that means getting to the gym when it’s nice and quiet or picking the kids up from school, our people fit their lifestyle around their work. We also make sure our evening and weekend shifts are shared evenly between everyone. That way our advisors can bring their best self to work every day.
So, how does that look?